The new customer journey

How secondary marketplaces, rentals, and web3 transform the customer journey

To accelerate adoption of secondary marketplaces, brands need to understand the new customer experience journey. This new customer experience journey combines purchasing paths for the entire new commerce stack (resale, rentals, new items and outlet), and introduces new re-engagement, retention and loyalty loops.



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Ana Andjelic

Brand Executive. Author of “The Business of Aspiration.” Doctor of Sociology. Writer of “Sociology of Business.” Forbes most influential CMO.